Step 1: Before you call
It'll help if you have the following items to hand:
Step 2: Contact your insurer
If you know who your home insurer is, you can contact them directly:
Simply register or log in to your online account and the name of your insurer is shown on the main page.
Alternatively, if you received your documents by post, the name of your insurer can be found on the covering letter and on your policy schedule.
If you're still unable to locate your insurer, please call us on 0333 035 9002.
If you have the additional Home Emergency cover and need to make a claim against that, please call 0333 035 9383.
Step 3: What happens when I need to make a claim?
Let's put it right
Your insurer will take details of the claim and authorise the repair or replacement of your damaged or lost items. They will instruct approved people to provide the repair and replacement services and where it’s needed, they will appoint approved assessors to undertake an inspection and give the go ahead for the work.
If your house is in need of repair work, always speak to your insurer to agree this before any work is undertaken as your insurer may refuse to agree any incurred costs.
A policy excess is the amount of money you agreed to pay towards the cost of a claim when you first took out your policy. It’s usually made up of a compulsory and voluntary figure and may differ depending on claim type.
You can find your excess amount in your home policy schedule on “My Account” or your insurer will be able to confirm what this is for you when you call.
Yes you will need to pay the excess that applies to the section of cover you are claiming under i.e. buildings or contents or both. The amount will be confirmed in your policy documents and your Swinton branch can confirm these for you as well.